Sr. Manager, Customer Service

Company Description

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too.

At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential.

When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength.

Explore life at Fortune Brands here.

Job Description

The Senior Manager of Customer Service is responsible for building strategy and driving to achieve company goals while providing best-in-class B2B customer experience, financial performance, and employee engagement. Additionally, this role aligns customer service activities and initiatives throughout our Fortune Brands organization often partnering with sales, logistics, distribution, operations, and marketing to support customer priorities and service. 

Work Location: This is a remote role where candidates will be eligible to work anywhere in the United States.

RESPONSIBLIITIES:

• Lead a team of remote customer service Managers and Associates in US and Mexico to deliver best-in-class service.
• Implement best operating practices to drive continuous improvement, innovation, and excellent service.
• Drive strategies and programs that include all aspects of operational performance, employee engagement, change management, succession planning, and talent management activities.
• Meets department financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
• Prepares and presents regular reports on department performance, customer feedback, and key metrics. Use data to inform decision-making and strategy development.
• Maintains professional and technical knowledge by tracking emerging trends in customer service operations management.
• Aligns customer service activities and initiatives throughout the organization by partnering cross-functionally with sales, logistics, distribution, operations, and marketing to support customer priorities and service.
• Customer-focused, results-driven, and adaptable. Ability to work under pressure and manage multiple priorities.
• Ensure efficient operations, including staffing, scheduling, and resource allocation. Monitor metrics and performance indicators. This includes but not limited to call and e-mail management.
• Strong leadership and interpersonal skills. Excellent communication and problem-solving abilities. Proficiency in call center software and CRM systems. Analytical mindset with the ability to interpret data and make informed decisions.
• Drive the strategy for customer service operations, focusing on enhancing customer experience and evolving best practice call center tactics and technology.
• Oversee training programs for customer service staff. Ensure ongoing development and skill enhancement.

Qualifications

• Bachelor’s degree is required.
• Minimum of 7-10 years of experience in a call center industry to include prior experience in a leadership capacity.
• Awareness of customer service industry trends and technological advances.
• Demonstrated knowledge of Microsoft Office tools.
• Ability to plan and execute based on analytics.
• Knowledge of call, order, OCR, and workforce management systems
• Proven success in leading cross-functional teams and projects

Additional Information

ADDITIONAL INFORMATION:

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $100,000 USD - $120,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company